Business Transformation

Why is Outsourcing Innovation So Hard? Here’s How to Make the Impossible Possible! | Article

Why is Outsourcing Innovation So Hard? Here’s How to Make the Impossible Possible! | Article

Talk to most outsourcing buyers at the outset of their engagements and innovation is always on their wish list. Talk to them two or three years later, and the one thing they wish they had gotten is innovation. The lack of innovation in outsourcing seems to be one the few things they are unhappy about. […]

The Value of BPO: The Proof Is in the Partnership | Article

The Value of BPO: The Proof Is in the Partnership | Article

It’s no secret that customers have high expectations of their BPO service providers, so the Outsourcing Center thought it would be interesting to turn the tables: we asked some of the leading providers for the one thing they need from customers in order to deliver exemplary service. The universal response was: “HELP ME HELP YOU!” […]

2012: A Bumpy Ride For BPO | Article

2012: A Bumpy Ride For BPO | Article

2012 was a year that brought significant challenges for the business process outsourcing (BPO) industry, and in 2013, customers are sending service providers a clear message: they now expect far more than just cost savings from a BPO engagement. So what’s going on? Abid Ali Neemuchwala of TCS, an IT services, consulting and business solutions […]

The F&A Forecast: 14 Challenges and Six Solutions | Article

The F&A Forecast: 14 Challenges and Six Solutions | Article

The finance and accounting function, along with HR, have traditionally been the BPO processes that companies testing the waters of outsourcing get wet with first. Today “transactional outsourcing has been leveled to a simple commodity,” says Michael J. Alfonsi, Managing Director, BancTec Financial Transaction Services. So what are FAO’s challenges 20 years later? Processes are […]

Creating Business Value is the New Leading Edge in Outsourcing | Article

Creating Business Value is the New Leading Edge in Outsourcing | Article

Traditionally, organizations outsourced to save money and improve their processes thanks to an expert who could invest in systems and technology.  Cost arbitrage was the foundation of outsourcing over the last decade. Service providers based out of low-cost locations provided services at lower costs without compromising on work quality. In the second generation of outsourcing, […]

Twelve Best Practices to Create a World-Class Outsourcing Case | Article

Twelve Best Practices to Create a World-Class Outsourcing Case | Article

You’ve been in this meeting, haven’t you? Outsourcing options are on the table and everyone’s got concerns. The chief information officer already has too much to do and not enough people. Finance doesn’t see enough savings. Sales wants differentiators. Risk and compliance people chime in about service levels, reporting and penalties. It doesn’t help when, […]

The New World Order of ITO: The View from the Inside-Out | Article

The New World Order of ITO: The View from the Inside-Out | Article

If you look back on the transforming world of IT over the past few years, it’s easy to chart the stages. First, there was denial that anything needed to change. Then came the fear of cloud and the perceived lack of control associated with this agile, new delivery model. As we move to 2013, we […]

Fabric Data Centers: The End of Complex, Expensive and Inefficient Infrastructure | Article

Fabric Data Centers: The End of Complex, Expensive and Inefficient Infrastructure | Article

What’s new in the data center? Last year, the buzz was around “fabric data centers” as organizations began to worry about costs. Did it make sense to have dedicated and expensive network, computing and storage resources around applications even if the IT infrastructure was outsourced? Could IT infrastructure costs be brought down? CIOs were under […]

What is Outsourcing? It’s Our Past, Present and Future | Article

What is Outsourcing? It’s Our Past, Present and Future | Article

Outsourcing is not a new or alien phenomenon. Almost every organization outsources some aspect of its business. A paint company may outsource the manufacture of its paint cans; a mobile network may outsource its billing activity; a hospital may outsource medical waste disposal; an auto manufacturer may outsource servicing; and an IT company may outsource […]

Putting the Spark Back into Applications Outsourcing Relationships | Article

Putting the Spark Back into Applications Outsourcing Relationships | Article

It can happen in almost any relationship. You’re happy enough, but as the years go by, you get a little restless. All of a sudden, you’re asking yourself, “is this really all there is?” Well, that’s exactly what’s happening with applications outsourcing. While it’s true, there are some wide-eyed newbies still enamored by the efficiencies […]

Transforming Supply Chain Management with RFID

Transforming Supply Chain Management with RFID

Some years ago, Radio Frequency Identification (RFID) was going to power supply chain systems to the next level. Retailers like Target, Metro Cash & Carry and Walmart adopted it, only to discover that there were several challenges. Integration with SCM was one—tracking everything down to the last part/unit using RFID was turning out to not […]

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of […]

Going Where No Company Had Ever Gone Before: The World’s Largest Procurement BPO Engagement Realizes Its Vision | Article

Going Where No Company Had Ever Gone Before: The World’s Largest Procurement BPO Engagement Realizes Its Vision | Article

16th Annual Outsourcing Excellence Awards—Best Financial Services: Deutsche Bank and Accenture “Working as one cohesive team, we over-delivered on our business case and we’re still on an upward trajectory. Eight years after initiating the largest procurement BPO engagement in the world, we’re here, we’re successful and it’s working.” Ken Litton, Managing Director, Chief Procurement Officer, Deutsche […]

Transforming the Way IT Does Business by Creating a Leaner Finance Function | Article

Transforming the Way IT Does Business by Creating a Leaner Finance Function | Article

16th Annual Outsourcing Excellence Awards — Best F&A/Procurement: AstraZeneca and Genpact “We felt we got a win-win when we penned the final contract.” Tony Glynn, senior director of transformation, AstraZeneca   Definition: The service provider worked with the client to improve its F&A and/or procurement process, which then positively impacted the client’s bottom line. Many […]

Facing IT Obsolescence, One Company Moves Infrastructure and Apps to the Cloud | Article

Facing IT Obsolescence, One Company Moves Infrastructure and Apps to the Cloud | Article

This is an all-too familiar situation for many companies in 2012: 1. They have old servers that are now becoming unreliable, putting their businesses at risk 2. They need to downsize to less office space 3. They want to trim payroll 4. They want to trim the total cost of maintenance One answer is: eliminate […]

A Merger, a Consolidation and a Transformation: The Critical First Steps | Article

A Merger, a Consolidation and a Transformation: The Critical First Steps | Article

16th Annual Outsourcing Excellence Awards – Best ITO: Towers Watson and Dell Services  “The biggest mistake companies make is picking a provider and then treating them like a vendor. You can hire the best company in the world, but if you don’t work with that provider as a team, you are going to fail.” John […]